Tiffany Waldon, MBA

Experience

• 

  UnitedHealth Group

  Feb 2013 - now

  •Develop and implement new department standards and processing procedures•Manage learning, development, training, evaluation, and coaching for department employees •Provide project management, training and delivery direction, and supervision for training team•Provide change management for department employees • Managed up to 20 new hire employees and maintain a 100% retention rate. • Reduced training time from 2 weeks to 2 1/2 hours through the implementation of self-paced learning.• Created and design claims job aids for to improve overall efficiency creating a 10% reduction in claims processing times.• Collaborated with design to create training materials using 5 Moment of Need (MoN) methodology for business needs of production efficiency. • Adhered to state regulations and raised customer satisfaction by maintaining an above goal efficiency rate of 105%.• Facilitated coaching support for 21 team members and other areas of business.• Assessed error trends for remediation recommendations resulted in 25% less defects.• Increased employee engagement through enacting the role of site gatekeeper improving retention rate by 15%. • Resolved 40-50 member and provider service inquiries daily by retaining problem through to resolution in real time or through comprehensive follow up.• Enhanced customer satisfaction by averaging 15 technical issues daily.• Decreased callback rate with implementation and coaching of best practices for first call resolution.• Customized and implemented an approach to meet 100% performance metrics on a quarterly basis.

  • Training Manager

    Mar 2022 - now

  • Training Supervisor

    Jun 2021 - Mar 2022

  • Sr. Trainer

    Feb 2016 - Jun 2021

  • Claims Processor

    Sept 2014 - Feb 2016

  • Health Advisor

    Feb 2013 - Aug 2014